Sr. Technical Support Engineer, Focused Services
Core
Senior Technical Support Engineer providing dedicated, proactive support and complex troubleshooting for Cortex XDR products to enterprise customers.
Role type
Senior Technical Support Engineer (XDR/Cybersecurity)
Builds
Customer success and issue resolution for Cortex XDR deployments
Domain
Cybersecurity, Endpoint Detection and Response (XDR)
Deliverable
client delivery (via careerplan.io/jobs/JR-012863-sr-technical-support-engineer-focused-services-at-paloaltonetworks)
Required skills
advanced troubleshooting, root cause analysis, Windows/Linux/macOS debugging, Microsoft environments (SCCM, GPO, AD, MSSQL, IIS), endpoint security (XDR, SOAR, SIEM), malware/exploit understanding
Preferred skills
bash/Python scripting, cloud infrastructure (AWS, Azure, GCP), VDI (VMware, Citrix), Android OS troubleshooting
Technologies
Cortex XDR, SCCM, GPO, AD, MSSQL, IIS, AWS, Azure, GCP, VMware, Citrix
Responsibilities
triage and resolve user-reported issues via ticketing/phone/remote sessions, perform multi-level application and OS troubleshooting, collaborate with development teams to identify faults and drive fixes, manage escalations and root cause investigations, reproduce issues in lab environments, document solutions in tracking systems
Seniority
Senior, hands-on IC